spintel.net.au

Online services don’t work.

Spintel customer service is so frustrating to deal with !Their online chat staff wouldn’t help me switch to a slower / cheaper plan when they increased prices end of last year. I was told after trying myself and failing to change plan speed, just to try again. Now they’re charging me for not only the cheaper / slower plan (20/10), but for the original dearer / faster (50/20) plan, back dating 2 months of charges to the beginning of the year.Their billing team didn’t realise for 2 months that somehow I ended up with 2 plans instead of a single slower plan. But they now expect me to know that and pay for two concurrent plans, when it’s quite clear that only one plan was in use. So I’m paying for 2 different speed plans at the same residential address to a single modem.Who would know that you can do that? There was no attempt to clarify that I was apparently requesting a second plan instead of a just a simple change to the existing plan !Who knows that you can have multiple NBN plans to a single NBN line ? Particularly when I requested help to change to a different, not another additional plan. At one point I was told that they had upgrading my plan as requested from FTTP to FTTN. They didn’t realise that FTTP was the better than FTTN. . After 2 months I still haven’t resolved the issue. I have been forced to explain the situation several times to several different people in multiple emails and online chats trying to resolve this. Still not really getting any help fixing problem since beginning of the year. Now being told that the bill team reversed the charges for only one month after I was told by chat staff that both months’ charges were reversed. I have wasted many hours trying to explain to people on the customer service chat that It has cost me so much time and effort over the last two months, that I feel that they should give me 6 months for free.

Date of experience: Feb 10, 2024